Director, Hotel Operations

Job Description Summary

Functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility may include Front Office, Guest Experience, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. Position works with direct reports (department heads) to develop and implement departmental strategies and to ensure the implementation of the estate service strategy and initiatives. The position ensures that hotel operations meet the estate’s standards, address customer needs, maintain employee satisfaction, drive revenue growth, maximize departmental financial performance, and build positive relationships.

Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the estate’s target customer and employees and provides a return on investment. This position reports to the Vice President – Hospitality and Auxiliary Services and works collaboratively with the property Director of Finance, as well as the Director of Sales and Marketing, to achieve results.

This position is not eligible for sponsorship of non-immigrant or immigrant visa status through Wake Forest University. All eligible applicants are encouraged to apply.

• Creates a guest experience culture and develops staff’s skills and skills aligned with our vision.
• Reviews guest feedback with the leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on the quality of product, service levels, and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

• Monitors hotel operations sales performance against budget.
• Reviews reports and financial statements to determine hotel operations performance against budget.
• Coaches and supports the operations team to effectively manage occupancy & rate, wages, and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results.

• Champions the estate’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.

• Drives the stewardship and care of this historic property.
• Establishes strategies to maximize funding sources and funding priorities for property renewal.

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes service issues and identifies trends.
• Makes and executes the necessary decisions to keep the property moving forward toward the achievement of goals.
• Works with the hotel management team to develop an operational strategy that is aligned with the estate’s business strategy and leads its execution.

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings, and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy,” and reviews employee satisfaction results to…